Mark C. skagerlind

Worcester, MA, ***** n

Phone: 508-***-**** n

Email: ad2mxh@r.postjobfree.com

Desktop support engineer

Monitoring Detail-Oriented Coordination Time Management

Professional Support Engineer with 15+ years of support experience, responsible for resolving customer issues with UKG WFC by phone and screensharing. Experienced in Project Management, software programming, testing, and networking. Reviewed system and application logs and verified completion of scheduled jobs, including system backups. Installed and upgrade software and maintain software licenses.

Active Listening

Equipment Maintenance

Sound Judgement & Decision-Making

Instructing

Operations Analysis

Service Orientation

Calm Under Pressure

Complex Problem-Solving

PROFESSIONAL EXPERIENCE

Ultimate Kronos Group, Lowell, MA 01/2005–01/2023

Software support.

Configured Single Sign On, SSO, on the PC side ensuring it matched the SSO provider settings for the popular SSO brands that may also use Multiple Factor Authentication (MFA). Update of the SSO metadata files and certificates as needed.

Used windows logging, browser debug options, network debug like wire shark and mobile trace options to understand reported issues with desktops, SSO and mobile devices.

Provided world class phone support and desktop sharing to worldwide customers.

Resolved customer issues after reproducing by recommending installing or removing Microsoft patches or application patches.

Documented all customer interaction including steps taken, customer updates, next steps, and case resolution. Added issues to create new or updated Knowledge Base articles to assist team members and customers.

Checked on use of Virus Scan and Security Software products like McAfee, Norton, Carbon Black and others which can be problematic for desktop applications.

Checked system resources of CPUs and memory are following best practices.

Support various applications like Adobe, MS applications and UKG WFC.

Networking including Single Sign On, WIFI, Cellular, Mobile Device Management and TCP/IP.

Database including Microsoft SQL Server, Oracle and writing SQL Queries.

Knowledgeable in multiple operating systems including Windows, UNIX, Android and iOS.

Have utilized Salesforce tracking software.

Worked with Azure and Google Cloud.

EDUCATION & TRAINING

Boston University, Boston, MA

M.S. Telecommunications B.S. Computer Science

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